Erica Freeman

• Maintained an up-to-date knowledge of company offerings in order to provide relevant recommendations based on client needs.
• Employed active listening skills to accurately understand customer concerns and address them effectively.
• Responded to approximately 80 incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
• Documented customer interactions in internal database to maintain customer service history details.
• Maintained accurate case documentation, ensuring timely reporting to supervisors and compliance with agency requirements.

• Obtain and process authorizations for patients diabetic supply reorders.
• Resolve patients issues and ensures accurate reorder processing via phone, document processing, medical record validation and CRM research.
• Audits configuration of supplies based on supporting documentation, formulary requirements and manufacturer capabilities.
• Follow all Medicare, Medicaid, HIPAA, and Private Insurance regulations and requirements.

• Enhanced customer satisfaction by resolving issues promptly and professionally.
• Resolved disputes by conducting thorough investigations and analyzing evidence.
• Managed caseloads of multiple disputes simultaneously, prioritizing tasks to meet deadlines efficiently.
• Assisted in development and implementation of new policies and procedures related to dispute management.

• Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
• Opened new accounts and served existing customers based on individual financial needs.
• Created friendly connections and developed rapport with customers by providing outstanding, personalized service.
• Assisted members in managing online services and achieving daily banking needs.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Improved patient comfort by efficiently drawing blood samples using various techniques such as venipuncture and capillary puncture.

• Enhanced patient experience through compassionate care and communication during blood draw procedures.
• Maintained high level of accuracy in labeling and tracking specimens, ensuring proper testing and timely results.
• Assisted in streamlining specimen processing workflow for increased efficiency and reduced wait times for patients.
• Performed venipunctures, finger sticks and heel sticks for both adult and pediatric patients.
• Validated blood and specimen collection orders, alerting nurses, or physicians of discrepancies between order and nursing station logs.

• Interacted closely with practitioners, nurses and patients and used effective interpersonal, active listening and communication skills.
• Assisted patients with basic care and provided excellent service. Prepared treatment rooms for patients by cleaning surfaces and restocking supplies.
• Educated patients about medications, procedures and physician's instructions.
• Collected forms, copied insurance cards and coordinated patient information for billing and insurance processing

• Improved patient care by efficiently managing medical supply inventory and timely distribution.
• Streamlined medical supply ordering process to reduce waste and save costs for facility.
• Maintained a clean and organized storage area, ensuring easy access to medical supplies when needed.
• Implemented a more effective system for tracking expiration dates, reducing instances of expired products being used in patient care.